Please hold: Businesses want to hear your order, not your call
Saturday, November 10, 2007
Despite the prevalent attitude that cell phones can be used any time, any place -- public bathrooms included -- there's a competing ethos at play: Put. It. Down.
Businesses and organizations are increasingly posting signs asking people to stop using them during transactions -- at order counters, and in banks, doctor's offices, coffee shops and other places where crowds gather.
A few years ago, Zatz A Better Bagel in West Seattle posted this sign at its counter after Bluetooth headsets became popular: "Please be courteous to our staff and fellow customers. No cell phones."
"When there's 15 people in line and you're on the phone talking with someone and we're asking whether you want a bagel toasted or with cream cheese, it can add five minutes on for the other customers," employee Tuesday Velasco said.
Those who ignore the sign are told, "We'll be right with you as soon as you're ready," manager Jason Kinch said.
And, that -- skipping to the next person in line until the cell phone user puts down his or her phone -- is becoming a common approach, even at businesses without posted signs.
Much of the trend is driven by customer complaints about loud cell-phone blatherers, along with wait times in line growing while phoners try to multitask. Counter staffers and others have gotten used to hearing, "Oh, hold on a minute. I have to take this call."
The other aspect is workers who want to be treated like people rather than like order-taking, money-changing robots when they interact with their customers.
Studies show rude cell phone use is definitely on our minds. A 2006 survey by the Pew Internet & American Life Project, The Associated Press and AOL found that 82 percent of all Americans and 86 percent of cell phone users were irritated by loud, annoying cell conversations in public. Eight percent admitted they'd been on the receiving end of criticism or had been stared at pointedly during their own phone calls.
A 2006 poll by ABC News had similar findings: 87 percent of respondents say they'd witnessed annoying cell phone calls sometimes or often.
Robbie Stevenson runs a business called phonesoff.net that supplies no-cell-phone signs to businesses around the country. She sold about 1,000 of the $4.95 to $6.95 signs in 2003, her first year. Now she sells about 1,000 a month, to tiny mom and pop stores on up to large corporations and governments. Business has leveled off, but Stevenson said it's largely because of competition from other sign companies.
"Originally, it was a hard sell, because they'd say, 'Well, people will just take their business somewhere,' " said Stevenson, whose best seller reads, "Kindly refrain from cell phone use."
She has sold a lot of signs to colleges, banks and fast-food restaurants, but her biggest customer bloc by far is doctors.
Dr. Mike Matsunami, an optometrist at Broadway Vision Source, first saw such a sign at his own physician's office, then put one up in his practice two years ago. He bans cell phones in his examination room, where some people would take calls, making Matsunami late to see other patients.
"It's definitely insulting on a one-to-one basis, especially in the doctor-patient relationship. You're trying to explain something -- 'You have glaucoma, you're going blind' -- and they're answering the phone," Matsunami said.
He added: "Without that sign, I'm sure that people would just answer their phone and pretend I'm not even there."
Cell-phone talkers may think they're in a little cocoon of privacy, or not care who hears how totally hot that guy was last night, or how Aunt Susie's gout is, or who's picking Jimmy up from preschool. But, often, they've got unintentional eavesdroppers.
Debra Behrens, office administrator at Seattle OB/GYN Group on First Hill, said she's seen patients roll their eyes listening to chatter they'd rather not be privy to. For a few years, a sign in the office has asked for a cell-phone-free zone, even in the sitting room, which can see traffic of up to 170 patients a day.
"It's hard for patients to listen to other people on their cell phones in the lobby when they're waiting for their appointments. It's to create a quieter atmosphere," she said.
Although she says she's sometimes guilty of using her cell phone while interacting with others, Jamie Lutton of Twice Sold Tales on Capitol Hill put up a sign at her bookstore counter.
"We are not machines, you know. You have to make human contact with us when you're handing us money. When you're talking on the cell phone, you're drowning us out," said Lutton, who allows phone use in the store -- just not at the counter.
"In the 21st century, everybody has one of those things. It's like King Canute commanding the waves not to come in," she said of stemming the tide altogether.
In the Seattle area, one of the early pioneers of the cell phone ban was Red Mill Burgers, which began with a simple "No cell phones" sign in 1995. Though that was long before cell phones were ubiquitous, the restaurant business is already fast-paced and stressful enough without adding constant ringing and loud talk to the mix, said co-owner Jeanine "Babe" Shepherd.
"It's just too much sensory and audio overload in the world anymore. I think people are realizing they don't need to be on their phone constantly," she said.
It's not unusual for fine dining restaurants to ask people to mute their phones or refrain from using them, but Bizarro Italian Cafe has taken it further, with a $5 cell phone "surcharge." It's on the menu and a sign in large chalk letters, but it's clearly a joke, made clearer by another sign that says the surcharge is the equivalent of 3.72 euros, 616 yen and 7,200 lira.
Chef/co-owner Mike Easton said, "We have never actually collected money. (But) we've given people a bill for it."
Still, the idea behind it is quite serious. "Nothing can really ruin a dining experience with a friend or a date when the table next to you is just blabbing away loudly on their cell phone," Easton said.
The vast majority of customers like the cheeky signs and praise the restaurant, but some get incensed. Easton says a steamed customer complains about once a week, but he said that's one diner out of about 600. Another once threatened to call a lawyer because he said the restaurant was breaking the law. But he did sit down and dine.
Among the leaders of the cell phone counter ban are coffee shops, where, for some, getting java is an urgent matter.
David Schomer, co-owner of Espresso Vivace, said he doesn't want to dictate courtesy to others, but it's hard for employees to get an order right when someone's on the phone and half paying attention.
"It's just one of those dilemmas where you have to regulate a few to keep customers happy and keep the line moving," he said. "It's agonizing, because I don't like to tell customers what to do or where to stand."
The King County Library System banned cell phone use in its 42 branches after a 2005 survey found patrons unhappy about noisy, disruptive phone chatting, said Julie Brand Wallace, community relations manager.
"They really wanted us to preserve the haven of peace a little bit more," Wallace said. Those who try to dial or pick up are asked to go to the foyer.
The Seattle Public Library allows cell phones at its 27 locations, but asks people to use them without disturbing others and to keep ringers off. It does forbid cell phones on Level 5 and in the Level 10 reading room at the Central Library.
Business owners say most people follow the rules.
At Zoka Coffee Roaster & Tea Co. at Green Lake, manager Craig Kerrick posted a sign asking people to leave the line until they're finished with calls. He said it's helped shorten wait times in line and kept frustrated staff from boiling over.
"What I've noticed is that most people are pretty good and polite," said Kerrick. "There are just a few people who are oblivious. I think they lack the empathy gene."
(NO) CALL SIGNS
A sampler of signs around Seattle that ask for a phone-free zone:
"Why no cell phones? It's just rude, dude." (Red Mill Burgers)
"Dear customers, to expedite the line and the acquisition of caffeine, please refrain from using your cell phone. If you must take that call, please remove yourself from the line and come back when you're done." (Zoka Coffee Roasters & Tea Co.)
"Please discontinue cell phone use during your transaction. Thank you." (Seattle Metropolitan Credit Union)
"We will gladly take your order when you're finished with your cell phone conversation." (Firehouse Coffee)
"Library policy now prohibits use of cell phones while in the library." (King County Library System)
"Please, no cellular use within our office. (Seattle OB/GYN Group)
"Please do not use cell phones at the counter." (Elliott Bay Pizza Co.)
"In consideration of other customers, we ask that cell phones be used in the back hallways next to the restrooms or outside." (The Scoop at Walter's)
"If you're on your phone, we don't want to interrupt, so we'll just help everyone behind you first." ( Muddy Waters Coffee Co.)
